Top 10 IT Help Desk Outsourcing Providers for 2024 Plus Outsourcing Benefits and Cautions
IT help desk outsourcing has been around almost as long as there have been IT help desks.
IT help desks play a vital role in ensuring businesses' IT infrastructure, hardware, and software run as they should. Otherwise, businesses and organizations everywhere would run the risk of unexpected downtime, critical failures, cyberattacks, and more mundane but time-consuming headaches like being locked out of email inboxes and broken printers.
In this article, we take a closer look at 10 of the world's best IT help desk outsourcing companies.
Let's dive in . . .
What is IT Help Desk Outsourcing?
IT Help Desk outsourcing is the process of working with an external provider of help desk or service management services that acts as your organization's IT help desk.
Numerous critical but not mission-critical (as in, the goods or services you provide clients) functions can be outsourced. And internal help desk services are no different.
IT help desk outsourcing has been popular since the 1990s, ever since IT leaders and CIOs realized that an IT help desk doesn't need to be in-house and on-site. That trend accelerated in the last decade. With more and more operational functions running from cloud-based SaaS (Software as a Service) providers, it made less and less sense to keep an IT team in-house.
There are numerous benefits to outsourcing, as we cover in this article, along with a list of 10 of the world's best outsourced IT help desk companies.
What are the Benefits of IT Help Desk Outsourcing?
Here are 10 advantages of IT help desk outsourcing:
- Cost Savings: Outsourcing IT help desk services can significantly reduce operational costs for businesses. This is done by avoiding the expenses associated with hiring, training, and retaining in-house IT staff.
- Focus on Core Competencies: By outsourcing the IT help desk function, companies can focus on their core business activities without being overburdened with IT issues. The end result improves overall productivity and efficiency.
- Access to Expertise: Outsourcing providers often have a team of skilled professionals with expertise in various IT areas. This helps to ensure that businesses have access to the latest technology and best practices.
- 24/7 Support: Many outsourcing firms offer around-the-clock (24/7) IT support. This gives businesses peace of mind knowing that their systems are monitored and issues are addressed promptly, even outside regular working hours.
- Scalability: Outsourcing allows businesses to easily scale their IT support services up or down based on their current needs, without the struggle of hiring or laying off employees.
- Improved Service Levels: Outsourcing IT help desk services to specialized providers can lead to higher service levels. This is because these companies often have Service Level Agreements (SLAs) in place to ensure timely resolution of issues.
- Risk Mitigation: Outsourcing IT help desk tasks can help mitigate risks associated with technology. Providers are often well-equipped to handle security threats, data breaches, and other IT risks.
- Flexibility and Adaptability: Outsourcing provides businesses with the flexibility to adapt to changing technological landscapes and business requirements, without being tied down by in-house limitations.
- Enhanced Customer Satisfaction: With faster response times and higher service levels, outsourcing IT help desk services can lead to improved customer satisfaction, as users experience fewer IT-related disruptions and downtime.
- Global Reach: Outsourcing IT help desk services can provide businesses with access to a global talent pool. This allows them to leverage diverse skill sets and perspectives to solve IT challenges effectively.
Combined, the advantages are numerous, and it makes a lot of sense for organizations to outsource their IT help desk function.
Top 10 IT Help Desk Outsourcing Companies for 2024
Every year, Everest Group ranks the top IT service providers, which many IT media outlets and blogs are keen to publish. As CIO.com reported, the most recent list that is from 2023 "saw significant shuffling again this year, but one thing that remained unchanged was Accenture's position at the top of the list."
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Accenture
Accenture is a global IT giant, with over 700,000 staff and revenues over $64 billion.
Accenture, among numerous other services, provides IT help desk and ITSM services to corporate and government clients worldwide.
Best Features
- A big focus on IT services, digital, and AI change management
- Full-service IT management, including change management consultancy
- Dozens of capabilities and sector-specific expertise
Pricing
- Enterprise-based pricing, unlikely to be suitable for smaller businesses.
Reviews
- Numerous awards won every year, recognized as a global leader in IT, digital services, and as a place to work.
Why They Are Included in Our List
- No list of IT help desk and service management providers would be complete without Accenture and other global giants in this space.
- Again, according to CIO.com: "For the seventh year in a row, the $61.4 billion firm [2023 reported revenue] was recognized as the leading service provider of the year, a testament to its broad leadership across categories, including application services, enterprise platform services, and industry-specific services in insurance and life sciences."
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Capgemini
A global leader in consulting, technology services and digital transformation.
Capgemini is a global IT service, cloud, security, and industrial IT provider.
Best Features
- Expertise in everything from IT enterprise management to change management, cybersecurity, engineering, sustainability, and data technology.
- Capgemini's One Operations service is innovation and human-centered design from frog, part of Capgemini Invent that helps organizations make better digital investments based on customer interaction data.
- Another Capgemini service is Sogeti. This IT service provision combines agility and speed of implementation to tailor innovative future-focused solutions in digital assurance and testing, cloud and DevSecOps, all fueled by artificial intelligence (AI), automation, and analytics.
Pricing
- Enterprise-based pricing, unlikely to be suitable for smaller businesses.
Reviews
- Numerous awards and lots of positive testimonials from clients on their website.
Why They Are Included in Our List
- A proven global IT provider leading in expertise, innovation and services that has earned its place on this IT help desk outsourcing list.
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Infosys
An Indian, publicly-listed, global IT outsourced provider and innovation partner.
Infosys provides IT services to global enterprise corporations, governments, and mid-sized companies.
Best Features
- Digital workspace services as an outsourced IT service provider
- Enterprise Agile DevOps when you need something for more complex issues and supporting design and build development cycles
- Cloud-based applications and services, including those that support Microsoft, SAP, and Oracle
Pricing
- Enterprise-based pricing, unlikely to be suitable for smaller businesses.
Reviews
- Numerous awards, case studies, and positive testimonials from big-name clients on their website.
Why They Are Included in Our List
- Once an outlier, Infosys now sits alongside some of the oldest IT service providers in the world, demonstrating their strengths and capabilities.
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IBM
IBM is another global IT giant, and one that's been around for a lot longer than most.
IBM is one of the world's most respected IT providers and innovators.
Best Features
- Everything enterprise organizations need, including hybrid cloud infrastructure, next-generation AI, security and storage solutions
- IBM provides security, DevSecOps, and more traditional IT help desk solutions
- IBM is also known as being one of the cutting-edge AI innovators. The next wave of supercomputers could emerge from IBM
Pricing
- Enterprise-based pricing, unlikely to be suitable for smaller businesses.
Reviews
- Lots of awards, positive reviews, and case studies.
Why They Are Included in Our List
- IBM invented cloud-based computers as we know them, an innovator that predates most of Silicon Valley, and even Microsoft.
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NTT Data
A Japanese IT giant that works with organizations and governments worldwide.
NTT provides everything from IT consultancy to data storage.
Best Features
- IT help desk and traditional ITSM provisions
- Edge computing and cloud-based solutions for organizations that need vast amounts of data storage and processing power
- Network as a Service and numerous other technology solutions
Pricing
- Enterprise-based pricing, unlikely to be suitable for smaller businesses.
Reviews
- Lots of awards, positive reviews, and case studies.
Why They Are Included in Our List
- Japan has been an innovation powerhouse for decades, so this list wouldn't be complete without a heavyweight provider from that country.
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HCLTech
HCLTech is a software, AI, and IT service provider.
HCLTech provides four core services: Digital, Engineering, Cloud, and now, AI.
Best Features
- Digital consulting and IT service management
- A complete SaaS and cloud storage provider
- Can also deliver much more complex digital transformation, online payment solutions, and product engineering services
Pricing
- More affordable pricing packages, more suitable for small and medium enterprises. Inquire for a solution that fits your needs.
Reviews
- HCLTech was recognized as a Leader in 2024 Gartner® Magic Quadrant™ for Outsourced Digital Workplace Services, and as one of the world's most ethical companies and best employers.
Why They Are Included in Our List
- They've been included because of their depth of expertise across numerous sectors and countries.
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Wipro
Wipro's technology and IT consulting services enable enterprises to build innovative solutions for addressing the most complex digital transformation needs.
Wipro is a big tech giant from India with over 200,000 staff.
Best Features
- Outsourced business processes, including an outsourced IT help desk service
- Cybersecurity and cloud services too, including development services
- Data analytics, digital experiences, and IT consulting solutions
Pricing
- More affordable pricing packages, more suitable for small and medium enterprises. Inquire for a solution that fits your needs.
Reviews
- Lots of positive reviews and case studies on their website.
Why They Are Included in Our List
- As one of the big tech giants that maybe isn't as well-known as others, they have earned a solid place in our list.
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TCS
TCS is a one-stop shop for everything from AI to cloud computing, and this includes IT help desk provisions.
Tata Consultancy Services (TCS) is part of the Indian multi-national, Tata Group, a giant across numerous industries.
Best Features
- IT help desk and IT consulting services
- AI-based and cloud solutions and storage
- Enterprise and other network solutions, including IoT, AI, and cybersecurity
Pricing
- More affordable pricing packages, more suitable for small and medium enterprises. Inquire for a solution that fits your needs.
Reviews
- Lots of positive reviews and case studies on their website.
Why They Are Included in Our List
- TCS is a global player with an impressive range of services and offerings for dozens of industries and sectors.
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Razorblue
Razorblue is an award-winning IT service provider.
Razorblue provides outsourced IT service desk and help desk solutions.
Best Features
- IT support, 100% remote, or to provide extra help to internal IT teams
- Cloud hosting and data storage, including backup services
- Connectivity and cybersecurity, plus much more!
Pricing
- More affordable pricing packages, more suitable for small and medium enterprises. Inquire for a solution that fits your needs.
Reviews
- 100% client retention rate after 13 years in business. Razorblue is also a top 10 rated MSP and multi-award winner.
Why They Are Included in Our List
- Ideal for UK-based companies or businesses looking to expand into the UK and Europe.
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ScienceSoft
A software development company that also provides IT support and help desk services.
ScienceSoft is an ISO 9001 and ISO 27001-certified IT support provider.
Best Features
- Alongside the ISO certifications for quality and security management, the 750+ strong IT team is certified in AWS Solution Architecture, Red Hat Certified System Administrator (RHCSA), Microsoft Certified Professional (MCP), and AWS Certified SysOps Administrator (SOA)
- The IT support team follows ITIL standards to effectively resolve common (L1 help desk) and technical issues (L2, L3 help desk)
- Clients can sign-up for 24/7 support as required and they work hard to resolve all issues within SLA parameters
Pricing
- Minimum monthly spend is $5000+ for IT support.
Reviews
- Lots of positive reviews, and case studies, and they work with big and small clients worldwide.
Why They Are Included in Our List
- ScienceSoft is a solid and reliable IT help desk provider, fully capable of supporting large, small, and mid-sized organizations.
What are Some Cautions for IT Help Desk Outsourcing?
It's worth noting that there are a few disadvantages of IT help desk outsourcing that organizations should be aware of:
- You aren't 100% in control. As with every external service provision, you get what you pay for and not all of them are going to do a fantastic job every time you need them.
- Expensive doesn't always mean you'll get great service. If you can afford to work with one of the global giants it might be a big-ticket expense to your company. However, to a multibillion-dollar company, your account might be one of 1000s of smaller clients, so the level of service very much depends on the company you work with and your relationship with them.
- Ensuring everything is in a contractual form is an essential part of ITSM and IT help desk service operations. Make sure a vendor is sticking to their KPIs and service level agreements (SLAs).
- Even top help desk outsourcing companies aren't 100% in control of everything either. Let's say a SaaS or cloud-storage provider they rely on goes down, even for an hour; that could impact your business. And yet, there might not be anything they can do about unexpected downtime or a cyberattack either. So, it's important to have backup provisions and have these factored into your SLAs and contracts.
However, when we weigh the above against the benefits of outsourcing, most CIOs would agree that an outsourced IT help desk is the most cost and time-effective option compared to having an in-house team.
Key Takeaways: Should You Outsource Your IT Help Desk?
In most cases, the answer is yes.
Outsourcing your IT help desk function saves organizations time and money.
IT help desk service providers also have better relations with SaaS and cloud-based vendors, so you'll be saving money within your tech stack. It's one less operational function to worry about on payroll. If you need to cut costs, you can probably negotiate with your IT service provider for a lower monthly fee.
There are numerous advantages to outsourcing your organization's IT help desk, as we've covered in this article.
Giva Can Help With Your IT Help Desk Needs
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